I've created a custom ticket rule to notify the owner when a ticket is overdue by sending an email. That part works great. Now what I want to do is make the email a little more informative. I am able to include things like category, impact, priority, submitter, etc... but I also want to include information from a custom field in the ticket layout. (I have defined CUSTOM_1 as a single select field with about 30 different possible string values. I want to display the chosen string value)
Reading through posts and KB articles, I came across something that said in order to access the custom field data I need to use the appropriate column, CUSTOM_FIELD_VALUE0,1,2 etc... So, how exactly do I use that within my ticket rule? What do I put it in the query and where do I put it? Also, am I correct in assuming that these CUSTOM_FIELD_VALUE0 corresponds to CUSTOM_1 in the ticket layout?
Any help is appreciated, thanks.
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Ok, well, I was able to figure this out with some trial and error and by contacting Dell support. (Thanks but no thanks, forum)
You can access the custom fields from the ticket layout by using HD_TICKET.CUSTOM_FIELD_VALUE#, where the "#" is 0,1,2, etc corresponding to the 1,2,3, etc of the custom field from the ticket layout. And you put it as a separate line in the SELECT section of the query.
I have it like this:


Then in the email body, I have:

Custom Value: $cust_val0

Hope this helps someone else.
Answered 10/24/2011 by: pockets
Yellow Belt

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Oops, sorry. I definitely would have saw this if it was posted in the ticket rules forum.
Answered 10/24/2011 by: GillySpy
Seventh Degree Black Belt

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